ACD Active - M1 Option 11C (Succ rls 3.0) & SCCS 4.2

[Gigaic]

We only had one CDN (7000, ACD 7100) programmed and had several skillsets using this CDN, however when call come through you see skillset name displayed in the real time agents screen and active in the another column. However faced with a scenario where for one number dialed, I need to route calls to two seperate skillsets, I used an IVR to provide a menu (Press one for Broadband and hold for other services) and route one (when 1 is pressed) to CDN 7000 and others to CDN 7003 and based on scripting agents receive calls.

My problem is that now for all the CDN 7003 calls, it shows as ACD active instead of just active and does not show anything in the skillset colum. Also when I check under applications, i realize that the calls go to the Default ACD rather than the ADSL after the master script.

Any help will be much appreciated.

Regards
George

 

[johnpoole]

that could be in about 100 places, agents in that skillset have the right priority level? in bound i dial xxxx (acquired cdn?) and dfdn to ivr, from there the ivr (acquired agents?) and make a choice or wait for a time out? but the time out target is not rec calls,

what happens if you dial just the cdn of the second choice?

john poole
bellsouth business
columbia,sc

 

[Gigaic]

Yes, Agents have right priority (1) and yes cdn 7003 is acquired.
The call gets to the IVR alright and a trace of the IVR indicated that the call gets transferred to 7003 when 1 is pressed and 7000 when timed out. The call then starts to execute the symposium script and that is where the problem is. call gets to agent alright, but ADSL application realtime stats continues to indicate zero (0) while for each 7003 call the default ACD application increments by one (1).
Please see the SCCS script below:

Master script
***************************************
/* Title: Master Script */

IF CDN = 7000
THEN

IF DNIS = 1110 /*--Ghana Telecom--*/
THEN
EXECUTE SCRIPT General_Enquieries _sc
ELSE
IF DNIS = 1160 /*--------Das------*/
THEN
GIVE RAN 39
GIVE MUSIC 21
EXECUTE SCRIPT DASNew_sc
ELSE
IF DNIS = 1111 /*----OneTouch-----*/
THEN
GIVE RAN 38
GIVE MUSIC 21
EXECUTE SCRIPT OneTouch_sc
ELSE
IF DNIS = 1166 /* PTL - BONUS CARD */
THEN
GIVE RAN 40
GIVE MUSIC 21
EXECUTE SCRIPT PTLBonusCard_sc
END IF
END IF
END IF
END IF

ELSE IF CDN = 7003
THEN
EXECUTE SCRIPT ADSL_sc
END IF
END IF



GIVE MUSIC 21


/*--------------------------------No DNIS-----------------------------------------*/

EXECUTE SCRIPT General_Enquieries_sc /*------Default----*/

/*-----------------------------------------------------------------------------------*/

DNIS 1160, 1111 and 1166 go directly through MIRAN.
It is only 1110 that goes to the IVR to get split up into 2 seperate services. I will send you more stuff I get an email address.

Thanks for the help.
George

 

[mcpeppi]

sometime it helps when you de-acquire und acquire the CDN 7003 (f.e. after an 11C reboot problems with phonesets, cdns etc. occures).
Questions:
If you take a test dial to cdn 7003
- in application rtd the call will be presented to application ADSL_sc ?
Can you activate a callbycall collection for this application and masterscript ?

 

[Gigaic]

How do I activate callbycall collection for this application (ADSL_sc). The master script is already collecting and so are other applications except ADSL_sc.

I have a screenshot to show, but don't know how to post it here.

Thanks
George

 

[mcpeppi]

try
CCMA or WebClient
Configuration -> historical statistic -> CallbyCAll
or
FAT Cient
Reports and Display - > statistics configuration -> historical statistic -> callbycall

 

[Gigaic]

Historical statistics is already set and does display calls under ADSL_sc, but real time statistics does not.

Thanks
George

 

[lretrievers]

Call by call is a report only....not a real time display. By chance, is the skillset out of service in the "properties" screen. You can shut a skillset down under the skillset properties and calls will default if you do.

 

[mcpeppi]

can you post please a ADSL_sc callbycall event?

 

[wangod69]

posting the ADSL_sc script might also be helpful.

 

[Gigaic]

After a few tweaks on the master script (with advice from a colleague is SA), I had it working last week. This is the final master script:

/* Title: Master Script */

GIVE RINGBACK

IF CDN = 7003 /*--ADSL - Transferred from IVR after welcome message--*/
THEN
EXECUTE SCRIPT ADSL_sc
END IF

IF CDN = 7000
THEN
IF DNIS = 1160 /*--------Das------*/
THEN
GIVE RAN 39
EXECUTE SCRIPT DASNew_sc
END IF
IF DNIS = 1111 /*----OneTouch-----*/
THEN
GIVE RAN 38
EXECUTE SCRIPT OneTouch_sc
END IF
IF DNIS = 1166 /* PTL - BONUS CARD */
THEN
GIVE RAN 40
EXECUTE SCRIPT PTLBonusCard_sc
END IF
IF DNIS = 1122 /*---GT - Transferred from IVR after welcome message---*/
THEN
EXECUTE SCRIPT General_Enquieries_sc
END IF
END IF

/*--------------------------------No DNIS-----------------------------------------*/

EXECUTE SCRIPT General_Enquieries_sc /*------Default----*/

/*-------------------------------------------------------------------------------------*/


Thanks to all for your support.
George